QuickWin Casino - O jogador ainda não recebeu os seus prémios.

Good morning, I'm writing because I'm having trouble withdrawing my funds. I was playing at QuickWin casino and won €3,400. I didn't use any bonuses or anything. Of that €3,400, I requested a withdrawal of €500 on July 20th, 21st, and 22nd, as my daily limit is €500. The withdrawals from the 20th and 21st arrived on July 24th and 25th, respectively. Once those payments were processed, I requested two more €500 withdrawals. As of today, I still have pending withdrawals from the 22nd, 24th, and 25th. It's August 1st, and my withdrawal from the 22nd is still under review. I don't understand the delay, since they've already processed and paid two €500 withdrawals in a short period. Now I've been waiting for over a week (7 business days) since the 22nd for my third withdrawal, and this wait has put my other transactions on hold. Regarding the following requests and the remaining balance in my account, the chat only tells me they're experiencing a delay, but their terms and conditions state that requests will be processed within 3 business days from the day after the withdrawal request and/or within 3 business days from the last processed withdrawal. In either case, that deadline passed days ago.

I hope you can help me, I need my earnings.

I've attached my deposit and withdrawal history for you to verify. If you need anything else, please let me know.

Thank you very much in advance.

Ander.

Buenos días, les escribo porque tengo un problema para retirar mis fondos, estuve jugando en el casino QuickWin y obtuve ganancias de 3400€, no utilicé ningún bono ni nada, de esos 3400€ solicité la retirada de 500€ los días 20, 21 y 22 de julio, ya que el límite diario que tengo son de 500€, los retiros del día 20 y 21 me llegaron los días 24 y 25 de julio respectivamente, y cuando me libraron esos pagos, volví a solicitar otros dos retiros de 500€, a día de hoy tengo retiros pendientes del día 22, 24 y 25. Estamos a día 1 de agosto y mi retiro del día 22 sigue en revisión, no entiendo porque la demora, si ya me han procesado y pagado dos retiros de 500€ en poco tiempo, ahora llevo esperando mas de una semana (7días hábiles) desde el día 22 para mi tercer retiro, y gracias a esta espera tengo paralizadas las siguientes solicitudes y el saldo restante que me queda en mi cuenta, en el chat solo me dicen que están teniendo un retraso, pero sus términos y condiciones dicen que serán procesadas las solicitudes en un plazo de 3 días hábiles a contar desde el día siguiente a la solicitud de retiro y/o en el plazo de 3 días hábiles contando desde el último retiro procesado. Sea cual sea el caso el plazo ya se cumplió hace días.

Espero puedan ayudarme, necesito mis ganancias.

Les adjunto mi historial de depósitos y retiros para que puedan verificarlo, si necesitan algo más háganmelo saber.

Muchas gracias de ante mano.

Ander.

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Dear Ander.mex,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Okay, I'll wait the 14 days, which end on the 4th. Thank you very much for replying.

Bueno, esperaré los 14 días, que se cumplen el día 4, muchas gracias por contestar.

If I receive the withdrawal in the next few days, I will also mention it, thank you very much.

Si en los próximos días recibo el retiro lo comentaré también, muchas gracias.

Good morning, I am writing to inform you that I have received the withdrawal for the 22nd. However, I will keep the complaint open since I also have pending withdrawals for the 24th and 25th.

Buenos días, les comunico, el retiro del día 22 lo he recibido, de todas formas mantendré la queja abierta ya que también tengo retiro pendiente del día 24 y 25.

Update: Today, August 4th, the casino credited my account with another withdrawal of €500 (the one requested on July 24th). This brings the total amount processed to €2,000. However, the withdrawal from July 25th (€500), the one requested yesterday (€500), and the remaining balance in my account, requested today (€400), are still pending. The claim remains open until I receive all of my funds.

Actualizo el caso: Hoy 4 de agosto el casino me ha abonado otro retiro de 500€ (el solicitado el 24 de julio). Con esto ya me han procesado 2.000€ en total. Sin embargo, todavía queda pendiente el retiro del 25 de julio (500€), el solicitado ayer (500€) y el saldo restante de mi cuenta, solicitado hoy (400€). La reclamación continúa abierta hasta recibir la totalidad de mis fondos.

Dear Ander.mex,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good morning, this Monday and Tuesday I received two withdrawals, one corresponding to the 22nd and the other to the 24th respectively. I want to maintain the complaint, since I still have 3 more pending withdrawals, one corresponding to the 25th and two others to the 3rd and 4th of August. I maintain the complaint until the withdrawals I have in the queue are credited to my account, since I am not happy with the delays of my first withdrawals, nor with the "solutions" that the chat gave me.

Buenos días, este lunes y martes recibí dos retiros, uno correspondiente al día 22 y otro al día 24 respectivamente, quiero mantener la queja, ya que aún tengo 3 retiros más pendientes, uno correspondiente al día 25 y otros dos a los días 3 y 4 de agosto, mantengo la queja hasta que se me terminen de abonar los retiros que tengo en cola, ya que no estoy contento con los retrasos de mis primeros retiros, ni con las "soluciones" que me daba el chat.

Case update: €2,500 has been processed to date. Currently, only the final two withdrawals are pending to complete my total winnings (one for €500 and the final one for €400). The claim will remain open until the deposit of these last €900 is confirmed.

Actualizo el estado del caso: Se han procesado 2.500€ hasta la fecha. Actualmente solo quedan pendientes los dos últimos retiros para completar la totalidad de mis ganancias (uno de 500€ y el final de 400€). La reclamación seguirá abierta hasta confirmarse el ingreso de estos últimos 900€.

Good afternoon. I confirm that I have just received the final payment of €400 corresponding to the application submitted on August 4th. With this payment, I have received my total earnings (€3,400).

Many thanks to the Casino Guru team and the specialist for their time and assistance. I consider the case resolved satisfactorily.

Buenas tardes. Confirmo que acabo de recibir el último pago de 400€ correspondiente a la solicitud del 4 de agosto. Con este ingreso he recibido la totalidad de mis ganancias (3.400€).

Muchas gracias al equipo de Casino Guru y a la especialista por el espacio y la mediación prestada. Doy el caso por resuelto satisfactoriamente.

I'm updating my complaint; I'm going to keep it, since I won another 400 euros and I don't want to be kept waiting for more than a week again.

Actualizo la queja, voy a mantenerla, ya que volví a ganar 400 euros y no quiero que me vuelvan a tener esperando otra vez más de una semana

Dear Ander.mex,

Thank you very much for your update.

Based on the information you have provided, the casino appears to be processing your withdrawals periodically, with each payment being received within the standard 14-day withdrawal waiting period that we apply before intervening in delayed withdrawal complaints.

Since you have already received the withdrawals at issue in this complaint, I will now close this case as resolved.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jean

Casino.Guru